JUAN PABLO HERRERA TRUJILLO

• Industry: Fintech

Oversaw the transformation of high-potential prospects into key active accounts, prioritizing customer loyalty, journey alignment, and seamless scalability of solutions

Key Achievements

• Client Success: Spearheaded the deployment of the company's largest account with 13,000+ devices distributed nationwide, reinforcing Kushki's footprint across Mexico
• Omnichannel Process Innovation: Developed an integrated process for Card-Present and Card-Not-Present transactions, reducing friction and creating a unified client communication line
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Revenue Growth: Played a critical role in accelerating customer RunUp phases, contributing directly to revenue targets

• Industry: Fintech

Implemented robust processes to foster customer relationships, aiming to solidify Kushki's market position and ensure efficient, reliable service delivery across the operations funnel

Key Achievements

• Speed & Efficiency: Trimmed solution implementation times by over 65%, significantly boosting client activation and satisfaction rates
• Cost Optimization: Consolidated operational structure improvements led to a 45% reduction in operating costs within six months
• Device Deployment: Enhanced delivery and activation efficiency for card-present solutions, achieving an 89% improvement in time-to-market
• Fostered strong communication channels between departments to facilitate information sharing and promote collaborative problemsolving.
• Spearheaded product development initiatives, resulting in innovative solutions that met market demands.

• Industry: Fintech

Led the merchant services division to improve client financial processes, from reconciliation and liquidation to incident-free service continuity

Key Achievements

• Operational Excellence: Unified critical processes, cutting production start-up times by over 50% and improving financial forecasts
• Service Levels: Exceeded performance goals with a 93%+ service level consistently, driving long-term client satisfaction
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Revenue Impact: Enhanced cash flow by accelerating customer onboarding and lifecycle processes

• Industry: Fintech

Focused on customer satisfaction through refined experience processes, ensuring service consistency across multiple channels and geographies

Key Achievement

• Strategic Service Design: Led the design and rollout of a customer service strategy for operations across seven countries, enhancing regional cohesion
• Process Streamlining: Reduced integration times by 15%, bolstering customer satisfaction in a competitive market
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Collaborated with senior management to develop strategic initiatives and long term goals.

• Industry: Fintech

Oversaw customer support enhancements, including integration speed and customer communication tools, to elevate the service experience

Key Achievements

• Model Overhaul: Restructured customer support to include multiple communication channels, enhancing customer engagement and satisfaction more than 70%
• Data-Driven Service: Implemented Salesforce and Zendesk tools to improve data accuracy and streamline the support process making kushki the success case for LATAM in the industry.
• Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

• Industry: Technology

Developed the customer journey model to ensure a world class experience, drove strategic shifts, and led a business model transition to a service-based approach

Key Achievements

• Restructure the customer service model for the technical support department, moving from a service agreement compliance level of 75% to 95% on average per month
• Become part of the board of directors in charge of developing the new business model, achieving the successful migration from a hardware sales company to a service rental company, which allowed us to go from an EBITDA of 9% to 18% per year
• Mentored employees at all levels within the organization to support their professional development goals.
• Collaborated with cross-functional departments to optimize workflow and enhance communication channels.
• Create and design the customer service experience business model as a product line for the company, currently this line represents 25% of the annual turnover

• Industry: Information Technology

Expanded market reach by acquiring strategic clients, representing 20% of company sales, and built an ecommerce business model integrated with CRM and ERP systems

Key Achievements

• Achievement of strategic accounts for the company such as StufioF Group, Clickdelivery (Domicilios.com), Banco Caja Social, among others, these represent 20% of the company's sales goal
• Construction of an E-Commerce business model integrated with tools for sales management (CRM) and a tool for managing tickets, PQRs, asset inventory, ERP (SIESA)
• Generated new business with marketing initiatives and strategic plans.
• Reached out to potential customers via telephone, email, and in-person inquiries.

• Industry: Information Technology

Drove operational success across projects nationwide, focusing on planning, purchasing, implementation, and project completion while ensuring profitability and client satisfaction

Key Achievements

• Cost Reduction: Achieved a 5% reduction in project costs across 400+ implementations, maximizing budget efficiency
• Service Excellence: Maintained a customer satisfaction rate above 95% by implementing ITIL best practices
• Revenue Generation: Established a new business model centered on ticket management, which contributed 24% to the company's annual sales in its second year
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.

• Industry: Information Technology

Led project logistics, asset management, and technician supervision, ensuring seamless execution across multiple client engagements

Key Achievements

• Operational Process Development: Created standardized processes for project control and execution
• Systems Implementation: Introduced the Everest accounting system for integrated financial and POS management, improving project oversight
• Service Model Foundation: Laid the groundwork for a customer service department to handle inquiries and escalations effectively
• Improved client satisfaction rates by effectively addressing concerns and incorporating feedback into future processes.
• Developed and oversaw project operations and managed multi-functional issues through resolution.